POSITION OVERVIEW:

San Rafael, CA - (Onsite 2 to 3 days/week)

This is a technical, operations-focused customer service role supporting FDA-regulated robotic exoskeleton systems used in clinical rehabilitation and personal mobility.

The Customer Service Specialist serves as the central hub between customers, Field Service, Engineering, Clinical, Quality, Shipping/Receiving, and Finance. This individual owns customer cases from intake through resolution and ensures accurate documentation within Salesforce (SFDC) and ERP systems (Infor or equivalent).

The ideal candidate is technically inclined - preferably a former Field Service Engineer or technical support professional - who wants to transition into an office-based role while remaining deeply engaged in technical problem-solving.

Key Responsibilities

  • Serve as primary point of contact for customer support calls and emails
  • Intake, triage, and document all cases in Salesforce (SFDC)
  • Coordinate service logistics including RMA creation, shipment tracking, loaner management, and repair flow
  • Communicate technical information clearly to clinicians and end users
  • Interface cross-functionally with Engineering, Quality, Clinical, Sales, and Service Technicians
  • Document complaints in accordance with Quality Management System (QMS) requirements
  • Support billing, warranty validation, and service contract review within ERP (Infor or equivalent)
  • Track case milestones from receipt through repair completion and return shipment
  • Escalate technical issues appropriately and follow through to closure
  • Maintain detailed, audit-ready documentation

Required Experience

  • 3+ years in a technical customer service, field service, or product support role
  • Experience in medical device, capital equipment, or regulated environment strongly preferred
  • Hands-on experience using Salesforce (or equivalent CRM) to manage cases
  • Experience using ERP systems (Infor, SAP, Oracle, etc.)
  • Ability to read and interpret technical documentation
  • Proven ability to manage high call/email volume while maintaining documentation accuracy
  • Strong cross-functional communication skills

Preferred Background

  • Former Field Service Engineer transitioning to office-based role
  • Experience supporting clinicians, rehab facilities, or medical end users
  • Familiarity with RMAs, service orders, warranty validation, and complaint handling
  • Exposure to PLM systems (Teamcenter or similar)
  • IATA Dangerous Goods certification a plus

What This Role Is Not

  • Not a sales position
  • Not a commission-based role
  • Not remote
  • Not entry-level

Candidates seeking sales, business development, or remote-only opportunities should not apply. 

PHYSICAL REQUIREMENTS:

  • Prolonged periods of time sitting or standing at a desk working on a computer.
  • Ability to lift a minimum 25 pounds (at times or on a regular basis).